Company Description
The UK is facing a housing crisis, and not everyone has the means to enjoy the security and stability of owning their own home. Our aim at Legal & General Affordable Homes is to transform the affordable housing sector. With a fast-growing pipeline. We’re committed to investing in housing for all ages, social groups and tenures. We’re collaborating with developers, housing associations and public sector bodies across the country to drive investment into the UK’s affordable housing sector. Focusing primarily on the social, affordable rent, shared ownership markets, we’re striving to be the UK’s leading private affordable housing provider, known for excellent service and quality homes. We want to have a positive economic and social impact on the regions and communities in which we work.
Legal & General Affordable Homes is a subsidiary of Legal & General Capital, which focuses on growth opportunities and scale ups, and invests its long-term capital in sectors in need of investment and innovation.
Job Description
We are looking for a Customer Care Coordinator to join our Affordable Homes department.
This role will consist of travelling 2-3 days a week to our East of England scheme sites which can include Cambridgeshire, Essex, Hertfordshire, Norfolk and Suffolk to carry out home demonstrations and act as a liaison between residents and our organization, fostering positive relationships.
What you'll be doing
- Accountable for the direct delivery of LGAH’s onboarding process for all tenures. This includes home demonstrations for shared owners and ensuring our Management Providers are delivering against set standards.
- Providing assurance of service delivery for existing customers. This will be through reviewing key performance areas and site visits to understand how services are being delivered.
- Take ownership of customer related issues which are escalated to LGAH. This will include working with other teams, and external stakeholders to ensure prompt resolution to service failures, and being the main contact lead for the customer.
- Assist In complaint management within your region. Take responsibility for relevant actions following complaint investigations.
- Work closely with regional colleagues to embed LGAH’s customer values so each customer receives the same expected levels of service delivery regardless of where they live.
- Embed a clear handover process for customers from LGAH to the Management Providers, so customers are clear on who is their main point of contact.
- Work closely with LGAH’s Contract Management Team to address key customer focus areas of performance across our Management Provider network. This will include lettings, onboarding and existing customer performance measures.
- Have oversight of the snagging process for new build homes, attending final inspections and using a customer lens to ensure quality standards are met. This includes attesting to the standards of product quality.
- Work with the Customer Care Manager to periodically review the customer experience from analysing feedback and insight and then propose, test and deploy improvements to deliver enhanced customer experience, and design-out customer service failure.
- Participate in service development and then roll-out change and improvements in LGAH’s customer experience model to its management providers across a variety of either digital or customer facing platforms in accordance with LGAH’s Customer Strategy.
Qualifications
- Evidence of a strong interest in customer experience and what matters to customers.
- Solid understanding of the importance of meeting customer expectations and approaches to service delivery which achieve great customer feedback.
- Working within the customer service industry, ideally housing, with an excellent understanding of the issues which matter most to customers.
- A pro-active and creative approach to relationship-building and problem solving.
- A focus on the customer and how your areas of responsibility promote the L&G brand.
- A great communicator who exerts influence in a collaborative style to produce results in the here and now.
Additional Information
The brand with the brolly is choosing today to change tomorrow.
Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.
We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.
We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.
At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.
Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?
Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.
We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.
We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.
We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.
So whoever you are, wherever you are, whatever your story, we'd love to hear from you.
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